The Research On Customer Experience Management Of X Bank Y Branch

The experiencing economy is an important feature of the market economy in our time.We have observed that consumer demand is changing,from the practicality of products and services to the personalization of experience.Enterprises want to be prosperous in the market,they must re-examine the needs of customers,and customer experience management will open a window for enterprises,which will become a strong support for enterprises to obtain differentiated competitive advantages.This paper takes "customer experience management" as the research topic.Through the definition and elaboration of the concept of customer experience,the research on the differentiation,theme and attribute of customer experience level is proposed from the aspects of employee management,brand communication and customer relationship management.The strategy for enterprises to enhance the user experience.The thesis enriches the connotation of customer experience management in theory.It proposes a set of operational customer experience management method system.On the practical level,I combine the characteristics of financial industry services with the customer experience management of X Bank Y branch as a practical case.From the perspective of customer experience,it analyzes the customer experience status of X Bank Y branch and proposes to broaden the service dimension and enhance the customer experience.The specific measures have realistic guiding significance for the establishment of differentiated competitive advantage.